I wanted to extend my heartfelt thanks to everyone involved in the planning and execution of the SWPP Annual Conference. The experience was truly transformative, both professionally and personally. In closing remarks at the SWPP Conference, Justin Robbins posed a question that continues to resonate with me: "What was it worth?" Reflecting on this, I’ve come to realize that the takeaways I gained are not only transformative for my career but also deeply relevant to my life. These lessons are guiding principles that extend far beyond workforce management. The idea of learning their language and speaking it has stayed with...
Session 4: Advanced Contact Center Strategic Analytics Date: Tuesday, August 19 Time: 1:00-2:00 pm CT Central to the capacity plan is the contact center staffing model. Most planners use it to determine how much staff is needed to hit service levels given a forecast. But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions. In this session we will discuss how to...
Session 3: Contact Center Staffing Models Date: Tuesday, July 15 Time: 1:00-2:00 pm CT The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans. In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce. In a nutshell, we will try and help develop a better math model to determine staffing. We will discuss models for: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click...
Session 2: Contact Center Data, Reconciling History, and Forecasting Date: Tuesday, June 17 Time: 1:00-2:00 pm CT In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate. What data are required to develop a capacity plan? These include ACD history, workforce management history, HR data, and financial data. We will discuss how you can use this data to answer the most basic question: What happened last week and...
